Technical Support Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver courteous and professional technical support through phone, chat, and email.

• Respond to inquiries regarding how-to questions and product usage.

• Diagnose problems by collecting information, identifying core issues, and offering resolution steps.

• Oversee assigned cases by prioritizing, following up, resolving, and ensuring timely closure.

• Keep precise and comprehensive case documentation.

• Escalate defects, outages, and complex issues while providing complete context.

• Utilize and contribute to internal knowledge resources.

• Engage in continuous training on products, processes, and tools.

• Comply with customer verification, privacy, and secure information-handling policies.

• Follow established Support Principles.

• Execute additional responsibilities as assigned.

⛳️ Requirements

• Applicants must live in Canada and possess legal authorization to work there.

• A minimum of 2 years of customer-facing experience in customer service, technical support, or a similar capacity.

• Strong customer service abilities, including patience, empathy, and professionalism.

• Effective problem-solving skills.

• Excellent written and verbal communication abilities.

• Capability to clarify concepts to users with diverse skill levels and document clearly and accurately.

• Quick learner of new systems and workflows, adaptable to evolving processes and products.

• Strong organizational and prioritization skills.

• Ability to handle multiple tasks in a dynamic environment.

• Dependable follow-through, teamwork, sound judgment, and proper escalation.

• Experience in training, teaching, coaching, or presenting information to others is an advantage.

• Familiarity with relational databases and basic reporting concepts, such as querying/filtering data, is preferred.

• A bachelor’s degree is preferred.

• Availability to work various shifts during established support hours.

🏝️ Benefits

• Remote-first, flexible work environment.

• Employee groups including Diversity & Inclusion, SofterWare Women’s Network, SofterWare Wellness, and SofterWare Gives Back.

• Virtual events and remote community-building activities.

• Quarterly incentive bonuses.

• Monthly profit-sharing bonus.

• Paid time off and volunteer days.

• Group Insurance through Sun Life.

• Simplified Pension Fund.

• Annual Wellness Equipment Reimbursement.

• Professional Development and Education Assistance.

• Matching gifts program.

• Employee Assistance and Wellness Programs.